Consumer data insights on pharmacy utilization: Comparative study of 2015 and 2021 surveys

Abstract

Background: Understanding the evolution of consumer behavior in pharmacy selection is crucial for delivering patient-centered and technology-driven healthcare.

Objective: To identify factors influencing consumer pharmacy choice using 2021 National Consumer Survey on the Medication Experience and Pharmacists' Roles (NCSME-PR) and to examine how these factors have evolved over time using 2015 data as a baseline.

Methods: All variables were harmonized with the 2015 dataset to ensure comparability. Guided by the Andersen Behavioral Model, descriptive analyses and logistic regression were performed on 2021 survey data (N = 1,521) to evaluate factors influencing pharmacy selection, and results were compared with 2015 findings to assess evolving trends.

Results: Younger adults (18-33) increasingly favored prescription-only pharmacies (OR=3.523), while older adults (70+) preferred mail-order pharmacies. Use of mail prescriptions rose by 11.7% and remained a strong predictor of mail pharmacy use (OR=30.29). Vaccination (+20%) and drive-thru utilization (+7.8%) increased substantially and were associated with chain pharmacies (OR = 1.404; OR = 2.500). In contrast, Traditional predictors such as education, financial hardship, OTC/herbal use, and medication side effects declined in relevance.

Conclusion: Consumer preferences have shifted toward convenience-based and contactless pharmacy models, a trend that has continued beyond 2021. These changes highlight the need for pharmacists to adapt service delivery approaches and for health informatics professionals to strengthen digital infrastructure supporting patient-centered care.

Keywords: Andersen Behavioral Model; COVID-19; Consumer behavior; Digital health; Healthcare technology; Pharmacy selection.